Customer Service Representative (GEH APAC)

Cigna Healthcare; Kuala Lumpur; On-site; MYR 28,000 - 40,000; Full time

Job summary

Cigna Healthcare, a division of The Cigna Group, is seeking a Customer Service Representative in Kuala Lumpur. You will be the first point of contact for global members on health insurance matters, handling claims and policy inquiries with a focus on first-contact resolution.

Responsibilities include managing requests via email and telephone, delivering high-quality support, and collaborating with internal teams to ensure timely, accurate information and benefits advice.

Qualifications

• Fluent in written and spoken English.
• Confident decision-making and sound judgement.
• Strong customer focus with problem-solving ability.
• Proactive and process-oriented mind-set.
• Maintains high customer satisfaction through timely resolutions.
• Excellent attention to detail and accuracy.
• Clear verbal and written communication with internal/external clients.
• Experience in health insurance or call centre is a plus.

Responsibilities

• Receive requests by email and phone regarding insurance claims/policies.
• Provide first-contact resolution and timely responses within agreed timelines.
• Follow operating procedures and policy terms.
• Advise customers on health benefits with quality information.
• Meet turnaround times and resolve inquiries within required times.
• Liaise with internal teams and external partners to serve customers.
• Support team members and help achieve operational goals.
• Handle ad hoc tasks to meet business needs.
• Respond to inquiries, grievances, complaints or appeals clearly and professionally.

Skills

Fluent English

Decision-making

Customer-focused

Proactive

Attention to detail

Interpersonal skills

Escalation support

Health insurance experience

Job description

As a Customer Service Representative you will be the first point of telephone contact for our global member who holds global employer health insurance with us. Previous experience in customer service is essential for this role.

Key responsibilities

• Receives requests by email and telephone regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
• Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
• Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
• Provide quality advice and information to customers regarding their health benefits.
• Ensure turnaround times are met and ensure enquiries are settled within required timescales.
• Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
• Actively support team members and contribute to the achievement of operational goals.
• Carry out any ad hoc tasks as required to meet business needs.
• Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.

Minimum requirements

• Fluent in written and spoken English
• Confident decision-making and sound judgment
• Strong customer focus, with the ability to identify and resolve problems independently
• Proactive and process-oriented
• Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
• Excellent attention to detail and accuracy
• Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
• Ability to support Team Manager and senior team members with escalations
• Experience in health insurance or a call centre environment is an added advantage

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.